Wednesday, December 29, 2004

Well, after 6 months wrestling with TMNet support, Ive decided to go public with this case to to illustrate how bad a company can get with customer relations.

In November 2004 I was finding logging into my streamyx (broadband) account difficult, many-a-times getting an error saying that my login credentials are bad. I always just attributed this to yet another downtime from TMNet, as I dont expect much from their service. TMNet is good in that they have offered 3 packages for home users. A 60 hour limit per month for RM44 (about USD11), Unlimited at 384kbps for RM66, and Unlimited at 512kbps for RM88.

As Im a very light user of the 'net at home, I opted for the RM44 one, and over the year, I noted that my usage was on average only 30hours a month.

Upon receiving my monthly bill in December 2004 however, I found that I had been charged RM442.21. That is as much as my entire annual bill just for one month! Naturally I emailed my concerns to support@tm.net.my to clarify this anomaly. Here is my email:

I have been using streamyx for almost a year now,and have never had login problems. Only lately,about 1-2 months ago, I kept getting problems logging in,where the system says my password / login is invalid.

I have since learnt how to call your 1300 number,and getting hold of your support has been easy.They explained that this problem could occur when I dont log outproperly from my PPoE session. However I haventchanged my procedure from logging in and out,I just use the WinXP dialer, to log in, and select 'Disconnect' to log out.

The standard procedure of your support staff now is to just kill the session,and Ill be able to log in again, hapilly.

My account is the RM44 option, as I do not use more than 60 hours per month.However I just found out about tmbill.tm.net.my and to my horror,this months bill is RM422 !!! This is ridiculous, because if I were to upgradeto the RM66 package, its only RM260 extra for the entire YEAR!

Can you please look into this problem,as its causing me much grief in wondering if my sessionis still active or not, and raking my precious hours?!

My streamyx account is: yoonkit@streamyx

Thanks in advance,

Yoon Kit.

===== this is what I found from tmbill for this month!!! =======Note the 185 hour session, as well as the multiple 40+hr ones. Crazy.